Awful connection (5GEE router)

[RolloW]

Hi there, 

My internet has basically just given up. Its taking minutes to load basic words only websites. Even speed tests say there's a problem with the network. but whn they run, its under 0.5 Mbps download (currently 0.03 mbps) and 0.1 upload. 

I usually get about 100 ping when gaming, borderline unusable, but can still put up with it. 

But today, Its taking me so long to even open emails etc. 

Nothing my end's changed as far as I'm aware. 
I've tried the standard stuff - troubleshooting on the PC, restarting the router, turning it off and on etc. 

It's only me and my grandma in, who's not using the internet. 

What to do?

[Schockwave]

Hello @RolloW ,

Welcome to the community,

If you click on coverage checker and network status, you could see if there is a problem where you are and report it and get updates.

Are you able to find out if anyone else in your area is with EE and has problems? Do you have a mobile phone with EE and is that having problems with speeds and or connections?

[RolloW]

Thanks Wave, 

I just tried and it wont let me use it because it says my phone number isnt valid. 

Can't check on the phone because I left it at a friends house last night. 

Weirdly enough, when i clicked to auto check my location it said it was london, rather than devon - any ideas why? 

Thanks

[Schockwave]

@RolloW , do you know your mobile number? Have you put that in with your postcode and clicked status checker? Not sure why you got London when living in Devon.

[RolloW]

Yes, i know it. I entered it and it said not valid. 

Could that explain the generally poor internet connection (i.e not just today)?

[RolloW]

p.s just retried it, it worked and says i should have excellent coverage

[Schockwave]

@RolloW , unfortunately I do not use a mobile router, so not sure what the answer is, maybe someone else will be able to help. How long have you had the router? Maybe that is faulty, otherwise technical support may be able to help.

[RolloW]

Ah, ok. Sorry I thought you worked for EE. Do staff ever answer questions here? 
Ive had the router for a few months. Really no idea what the problem could be. 

Appreciate the help, thank you

[Schockwave]

t@RolloW , This is a public forum, and yes staff do answer and look in here, but there is no account access, and they may not know the answer either, and probably would direct you to technical support.

[Christopher_G]

Hi @RolloW

Welcome to the community.

If your service is usually good, I would recommend reporting a problem on the network status checker. Our engineers will investigate and check if any maintenance works are required.

Chris